Title: Two main cognitive gaps by using TRIZ and tools in service system design

Authors: Jui-Chin Jiang; Paul Sun; Yuan-Ju Chou

Addresses: Department of Industrial and Systems Engineering, Chung Yuan Christian University, 200, Chung Pei Rd., Chung Li, 32023, Taiwan. ' Department of Industrial and Systems Engineering, Chung Yuan Christian University, 200, Chung Pei Rd., Chung Li, 32023, Taiwan. ' Department of Industrial and Systems Engineering, Chung Yuan Christian University, 200, Chung Pei Rd., Chung Li, 32023, Taiwan

Abstract: The purpose of this paper is to develop a conceptual framework of service system design by using TRIZ and tools. When reviewing the past literatures in the field of TRIZ solving processes, it was found that there were several drawbacks in the TRIZ solving processes which were: 1) the TIRZ depended on the researchers subjective viewpoints; 2) the TRIZ lacked a customised contradictory matrix and innovative principles; 3) the innovative principle of TRIZ could not provide comprehensive solutions to apply to all service fields. In attempting to understand the reason for the additional above drawbacks, much of the literature was organised to find two cognitive gaps, with which might support and help TRIZ implementation during the TRIZ solving processes for service system design (SSD). The two main cognitive gaps which are: 1) the ideal contradiction matrix; 2) lack of evaluating the results especially by checking the KM-based profession-oriented tools. We integrated the two main cognitive gaps into a conceptual developed framework of SSD, the expectation may cause the main cognition gaps to be closer with the real gaps, which will provide an improved guide for further TRIZ service researchers.

Keywords: TRIZ; service system design; SSD; problem identification; problem solving; ideal contradiction matrix; results evaluation; knowledge management.

DOI: 10.1504/IJSEM.2012.050948

International Journal of Services, Economics and Management, 2012 Vol.4 No.4, pp.317 - 330

Received: 29 Aug 2012
Accepted: 12 Sep 2012

Published online: 10 Dec 2012 *

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